Customer Support Representative (English B2, Saas) Remote in WOW24-7

WOW24-7 is an outsourcing company that provides services in the field of Customer Support.< /p>

Customer Support is helping customers solve any questions related to the product or services The support department is the link between customers and the company, therefore it affects the quality of the product, the increase in sales, the desire of customers to purchase the product again, since quality support is part of the company's service.

We cooperate with technology companies and successful startups from more than 20 countries of the world, market leaders in Europe, the USA and Canada. Our expertise lies in the fact that we know how to combine an innovative solution and a human touch in every customer request. We strive to exceed the customer's expectations and instead hear "WOW" thanks!

Why choose us?

• A friendly team of more than 200 professionals affairs;
• Remote format of work from any corner of Ukraine and the world;
• Mutual assistance to achieve a common result;
• Absence of micromanagement and bureaucracy;
• Trust and responsibility when completing tasks;
• 24-7 communication with mentors and colleagues.

We are currently looking for a Customer Support Representative who will provide service on our customer's project. Our client specializes in the development of software solutions for mobility in a corporate environment. The company offers a platform that increases sales productivity and provides tools for intelligent content management and automation. Their software aims to improve customer engagement, sales performance, and overall organizational productivity through a mobile-centric approach. Solutions are aimed at optimizing workflows, facilitating collaboration and improving content delivery across devices and platforms.

Requirements:

• Excellent command of the English language (B2 level);
• At least 2-3 years of experience in Customer Support or troubleshooting;
• Minimum 2 years of experience with calls, chats, requests or customer support;
• From 1 year of experience with SaaS projects;< /li>
• Curiosity and willingness to independently explore and try new things;
• Knowledge of Microsoft and Apple applications, popular web browsers and mobile devices;
• General understanding of SaaS application principles and network communications;
• Excellent verbal and written communication skills;
• High organizational and time management skills;< /li>
• Basic software troubleshooting skills;
• Ability to appease disgruntled customers and reduce the number of requests to the management;
• Motivation, energy and proactivity in achieving customer needs, company goals and career ambitions;
• Ability to work effectively in a dynamic team;
• Ability to remain calm during stressful situations or large scope of work;
• High sense of personal responsibility and independence.

Responsibilities:

• Provide support platform products, answering questions from internal and external customers;
• Process daily requests, calls, chats and participate in Zoom meetings to resolve issues;
• Create 1 new article per week or edit 2-3 existing ones;
• Get certified to publish articles;
• Maintain a positive influence on the team even in difficult or stressful situations;
• Document, reproduce and find creative solutions to customer-reported problems;
• Achieve a high level of platform mastery and maintain this knowledge through ongoing training;
• Collaborate with other departments to meet the needs and achieve customer goals;
• Work independently on tasks, turning to the team only in cases of complex problems;
• Execute role as a mentor to junior support specialists, follow questions in Slack and help with answers;
• Actively contribute to the development of the knowledge base.

Conditions:

• Work format - remote;
• Probationary period: 2 months;
• Work schedule - Monday-Friday: 1 shift - 3:00 p.m. —23:30, 2nd shift — 17:00—01:30, 3rd shift — 20:30—5:00 Kyiv time (break of 30 minutes).

Send your resume, we will be happy to chat!